Assistant Manager - Customer Experience

Key Responsibilities

1. Road-Side Assistance Management

• Ensure the Roadside Assistance team (Backend and Ground Technicians) consistently meets agreed performance standards, adheres to SOPs, and maintains quality, SLA compliance, and cost effectiveness
• Onboard and manage Road-side assistance vendors to provide comprehensive PAN INDIA RSA coverage with optimized costs
• Make critical decisions to ensure high Customer Satisfaction (CSAT) scores
• Monitor and improve response times and service quality metrics

2. Escalation L2- Team Management

• Oversee the Customer Excellence Team including Grievance, Operations Support and Escalation teams to maintain continuously improving performance levels
• Achieve the highest level of Customer Delight while adhering to defined Standard Operating Procedures
• Ensure consistent SLA achievement and implement corrective measures when needed
• Handle complex customer escalations and develop resolution strategies

3. Sales Management

• Lead sales initiatives to drive revenue growth and meet Monthly/Quarterly/Annual targets
• Monitor sales performance metrics and provide regular reporting to senior management
• Train and mentor team members on sales techniques and customer engagement best practices
• Analyze market trends and competitor activities to identify new business opportunities
• Manage key client relationships and negotiate contracts to maximize profitability

4. Team Leadership & Development

• Demonstrate effective communication skills to clearly convey ideas and expectations in both verbal and written formats
• Apply emotional intelligence to understand and manage own emotions while empathizing with team members
• Make informed and timely decisions in high-pressure situations
• Develop strategic plans for future growth and long-term objectives
• Identify operational issues and implement effective solutions
• Manage and resolve conflicts within the team professionally
• Allocate resources effectively, balancing capacity with demand to meet service commitments
• Create and manage team rosters to ensure optimal coverage
• Optimize manpower utilization and implement cost-effective solutions
• Forecast resource requirements based on business projections and seasonal demands

5. Data Analytics & Insights

• Analyze data critically to identify patterns, trends, and improvement opportunities
• Develop data-driven solutions based on insights and analytics
• Utilize MS Office tools for reporting and presentation purposes
• Create comprehensive dashboards and reports for senior management

6. Process Optimization

• Identify areas for improvement and implement solutions to increase efficiency and reduce costs
• Develop optimized processes to address identified inefficiencies
• Test and validate new implementations to ensure desired outcomes
• Drive continuous improvement initiatives across all functional areas

7. Cross-Functional Coordination

• Collaborate effectively with other departments, teams, and vendors
• Manage stakeholder expectations and address cross-functional issues
• Ensure smooth delivery of services through effective coordination
• Facilitate communication between sales, operations, and customer service teams

8. Performance Monitoring & KRA Management

• Track and analyse key metrics including service levels, turnaround times, customer satisfaction, and sales performance
• Provide regular feedback to team members and ensure implementation during execution
• Conduct regular coaching, training, and one-on-one sessions with team members
• Develop performance improvement plans and monitor progress
• Ensure team compliance with company policies, industry regulations, and quality standards
• Protect sensitive information by following data privacy laws and company policies
• Maintain audit trails and documentation for compliance purposes

Required Qualifications

Experience Requirements

• Minimum 6-8 years of overall professional experience
• Minimum 2-3 years of documented experience as an Assistant Manager
• Experience in customer service and sales preferred
• Experience in the bike rental industry is a plus

Educational Requirements

• Bachelor's degree in Business Administration, Management, or related field

Core Competencies

• Strong leadership and organizational skills
• Excellent problem-solving abilities and analytical thinking
• Outstanding communication and interpersonal skills
• Proven track record in sales management and revenue generation
• Ability to work in rotational shifts and adapt to changing schedules
• Capability to thrive in fast-paced environments with strict deadlines
• Advanced knowledge of Microsoft Excel, PowerPoint, and data analysis tools

Job Types: Full-time, Permanent, Fresher

Pay: ₹50,000.00 - ₹52,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Experience:

• Assistant manager: 2 years (Required)

Work Location: In person